As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
Drawing on The Institute of Customer Service’s Academy ServiceManagement training and our research into leadership and employee engagement in a service context, we’ve put together recommended practices and tips to help you lead and engage your team.
We will, eventually, move past this. And when we do, those businesses that have done the right thing by customers and employees - and been genuine and true to their purpose - will be in the strongest position to rebound.
Now is the time to harness our knowledge, capabilities and innovation, to engage with employees and customers to truly become a service nation that is recognised and admired across the world.
Throughout the COVID-19 epidemic, some employees are required to attend their workplace or travel to perform their role. Often they are delivering essential services that are essential customers and society as a whole. We have drawn on a range of global sources and The Institute’s research to provide an overview and guidance to help keep your employees safe in a range of working environments.
Due to the COVID-19 crisis, many traditional ways of working are no longer viable. A new normal is being established - and we are all grappling with the challenges and opportunities it presents. We reached out to our network of Vice Presidents - business leaders from across the UK in a range of sectors for their top tips on maintaining great service through these challenging times.
For some employees, remote working or working from home is established practice. But for many employees in service organisations, it’s an unfamiliar experience and means quickly adjusting to new ways of communicating and collaborating with customers, colleagues, partners and suppliers. Whether your role involves dealing directly with customers or suppliers; designing customer experience; leading and managing teams, we’ve set out some essential tips which will help.
We find issues all along the recruitment-retention-development continuum. Each element is equally important for a rounded people strategy, but recruitment issues are perhaps the biggest concern.
We have recently published an important piece of research that looks at the extent to which organisations are managing to create omnichannel environments for their customers and how successful they are being in delivering more personalised experiences.
Finding and retaining the right people has become an urgent priority for most of us running businesses if they are to be fit and prepared for the new uncertain world in which we are operating.